Use case· 4 steps

How do I get alerted when a Zendesk SLA breach is imminent?

When a ticket's next-reply SLA is within 30 minutes of breach, Slack-alert the assigned agent and their manager. Aggregate breaches weekly for team review.

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How it works

Set up "Track Zendesk SLA breaches in real time" in 4 steps

1
Scheduled check
Every 15 min: Zendesk Search Tickets with sla_metric.next_reply < 30 min.
2
Alert agent
For each at-risk ticket: Slack DM the assigned agent + ticket link.
3
Manager visibility
If breach time passes: Slack post in #support-managers.
4
Weekly report
Friday: aggregate breach count per agent → Slack post for retrospective.

FAQ

Common questions about this recipe

What if the agent is offline?

Re-assign automatically after 15 min in queue. Track re-assignment count as a separate metric.

How do I get alerted when a Zendesk SLA breach is imminent?

Set up "Track Zendesk SLA breaches in real time" in 4 steps

Common questions about this recipe

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